I lead research and design teams to turn ambiguous goals and complex problems into clear, evidence-backed solutions.

Reimagined how prospective customers estimate pet insurance cost, creating clear value and clarity on coverage leading to more confident decisions.

• Quote start rate increased by 47% on the Coverage and Exclusions page.
• Quote completes increased by 9%.
• Component implemented across 4 product pages.

Rebuilt a sprawling site navigation to surface support content that had been buried in the menu, to improve findability of content for mesothelioma caregivers and patients as well as search engines.

• Secondary navigation items reduced by 26%
• Click-through rate to support resources up 4.5%
• Speed to find support content improved by 50%

How I scaled UX from a 2-person to a 10-person research and design team, established foundational playbooks and processes, and transformed UX from a perceived afterthought into a strategic business driver across delivery and product teams.

• Hired 10 UX designers and researchers
• Established UXR playbook, CRO playbook, and research process guidelines adopted across organization
• Scaled 4 Fortune 500 accounts from little to no UX work to a full UX roadmap, driving contract renewals and expansions

Explored the emotional and social factors behind Jobs-to-Be-Done to understand how user behavior and perception shape financial decision-making, uncovering opportunities to improve content and product strategy for a financial services client's digital tools.

• 25% of the content team's Q1 2025 strategy derived from the research findings
• Findings shaped articles on transfer scams, virtual cards, financial stability, and debt payoff motivation
• Set the direction for optimizing digital-tools landing pages around real user language